Terms of service

1. The service

We clean hacked WordPress sites and harden them afterwards. A standard cleanup covers one site and includes: a full backup before any change, cleanup of files and database, removal of backdoors and suspicious users, hardening, removal requests to Google and the main blocklists, a written report, and the 30-day guarantee below.

We only work on WordPress sites, including WooCommerce stores.

2. Orders and payment

Prices are in US dollars and shown on our website before you order: $199 for a standard cleanup, $349 for a complex one, and $150 more for priority when it’s offered.

You pay us directly, before work starts: by card through Stripe, or with PayPal. Stripe and PayPal process the payment for us, and PayPal’s own terms apply to payments made through it. We email you a confirmation for every payment, and we don’t start work before payment.

3. Your authorization

When you order, you confirm that you own the website or have the owner’s permission to hire us for it. You authorize us to access the website, its hosting account and its database, and to back up, change and delete files and data as needed to remove malware and secure the site. We keep a record of this authorization with your name, the date and time, your IP address and your browser’s identification.

If you aren’t allowed to give this authorization, don’t place the order.

4. Turnaround

Our hands-on hours are 8:00–22:00 Brazil time (UTC−3), every day. A standard cleanup starts within 2 hours during those hours and is finished within 24 hours of the moment we receive working access. A complex cleanup is finished within 48 hours. Priority, when offered, starts right away and is finished within 4 hours.

These times don’t run while we’re waiting for you: for access that works, an answer to a question, or a decision we asked for in writing.

5. Standard and complex cases

A case is complex when one or more of these is true:

• several sites share the hosting account or the WordPress installation,
• the server itself is infected (processes, system scheduled tasks, keys),
• the database is deeply infected,
• more than 5,000 files were changed,
• part of the site has to be rebuilt from a clean copy, or
• the hosting account’s permissions don’t allow a complete cleanup.

We decide this after the diagnosis and before any cleanup, and tell you in writing with the reason. A complex case costs $150 more than a standard one. Cleanup of a complex case starts once the difference is paid.

6. The 30-day guarantee

If the hack comes back within 30 days of delivery, through the same hole or through any hole our hardening should have closed, we clean the same site again at no charge. The guarantee doesn’t cover:

• a password that is shared, reused or leaked after delivery,
• a pirated (“nulled”) plugin or theme installed again,
• undoing the updates or hardening we applied,
• a new vulnerability in a plugin, theme or service added after delivery.

7. What isn’t included

• Recovering data that was deleted, unless a backup from before the hack exists.
• Cleaning sites that host illegal or pirated content. We may decline or stop such a case.
• Phone or video calls. We work in writing only.
• A date for Google or a blocklist to remove a warning. We send the requests and follow them until the warning is removed, but the decision and timing are theirs.

8. Your part

• Give us working access, and keep the site as it is while we work unless we agree otherwise.
• Answer our questions in writing so the work can continue.
• After delivery, change the passwords we ask you to change and follow the steps in your report.
• Never send passwords by email or chat. Use the encrypted form in your case page.

9. Access details and backups

Access details you share through your case page are encrypted in your browser and stored only in that form. We delete them 7 days after your case closes. The backups we make of your site are encrypted and deleted 7 days after delivery. Every change we make is recorded and summarized in your report.

10. Refunds

See our refund policy. In short: a full refund before we start work, and a full refund with a report if we can’t clean the site for a reason outside our control.

11. Personal data on your site

While we work on your site we may see personal data it holds, such as customer or user records. For that data you are the controller and we act as your processor: we use it only to clean and secure the site (and to monitor it if you subscribe), keep it confidential, protect it with suitable security, use only the sub-processors listed in our privacy policy, and delete our copies when the work is done as described in section 9.

12. Liability

We do the work with care and in line with good professional practice. To the extent the law allows, our total liability for a case is limited to the amount you paid for it, and we aren’t liable for indirect losses such as lost profits, lost revenue or lost data. Nothing in these terms limits liability that can’t be limited by law, or your rights as a consumer where those apply.

13. Changes

We may update these terms. The version that applies to an order is the one shown on this page when you placed it.

14. Governing law

These terms are governed by the laws of the country where SiteSafeAgain’s operator is registered. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live.